Frequently Asked Questions 





Order

Can I order by phone?
Yes, you can contact us by phone and we will be happy to take your order. We would be pleased to advise you on size, materials or any other questions you may have. You can reach us from Monday to Friday between 9 am and 6 pm. 


Do I have to create a customer account?
No. You can also place your order as a guest by ticking "do not create a customer account" when entering your email address. If you have a paypal account, you also have the option to place your order via PayPal Express in the shopping cart. Your address data will then be transmitted to us by PayPal. 

How can I cancel my order?
As long as your order has not yet been dispatched, you can cancel it by contacting our customer service. 

Will my data be treated confidentially?
Yes, your data will be treated confidentially and all data will be transmitted encrypted via the so-called SSL certificate (Secure Socket Layer) and cannot be viewed by others. Your data will not be passed on to third parties without your express consent. You can further manage your cookie settings via Cookies in the footer.

Do you offer gift wrapping?
Yes, you have the option to have your order gift wrapped. The items will be gift wrapped in our brown Magic Box and ribbon. The hangtags are removed from the product and the invoice is placed outside the Magic Box. You also have the option of leaving a personal note via the comments field, which we will write down by hand on a card and enclose with your parcel. 


Shipping

How much does shipping cost?
In Germany, standard shipping with DHL costs 5 Euros. Standard shipping is free for orders over 495 Euros. You can find more information on shipping costs and delivery times under Shipping & Returns.

Who is responsible for the costs of import duties and fees from shipping service providers?
We will cover all costs of the shipment, including import duties and insurance of the goods, as well as any costs for accompanying documents. The return shipment is also free of charge for you. 

Can I have my order delivered to a store?
Yes, you can have your order delivered to one of our stores free of charge or we can check whether the desired products are already in stock at your desired shop. To do so, please contact our customer service. You can always find out whether an item is available in our stores on the product detail page, above the item number, via the "In-Store Availability" field.

How long does it take for the delivery to reach me?
Delivery times vary depending on which shipping method you choose. You can check the delivery times of the respective shipping partners here. Standard delivery by DHL or UPS will be delivered within 2-3 working days. Orders made by DHL Express or UPS Express by 14:00 and in stock will be with you the following working day. For express delivery on a Saturday, please contact our customer service. Please note that during busy periods, our shipping partners may experience extended transit times.



Returns

Can I exchange or return discounted items?
Of course, reduced products can be returned within 14 days, as long as the items are unworn and all labels are attached to the item. The return period applies from the date of receiving your order. The amount for the returned goods will be refunded to the originally paid method of payment.

How do I know if my return has arrived?
As soon as we have received your goods and registered them in our system, you will receive notification of the receipt of your return. The amount for your returned items will be credited to your bank account, credit card account or your Paypal account within the next seven working days, depending on the payment method originally selected.

Can I exchange my order at an Iris von Arnim store?
Yes, if available, we will gladly exchange your item for another colour or size. If you are not sure if the product you want is available, please contact our customer service.

Can I return my order to a store?
Yes, you can return your order to one of our stores. However, the refund will be made using the payment method you used to place the online order. 



Product

Where is your collection manufactured?
More than 80% of our collection is produced in Italy with our knit specialists. Selected other products are produced in Poland, Germany, Turkey, China and Bulgaria. Learn more about our production here.

How can I have my product repaired?
For repairs, complaints and comments about one of our products, please contact our customer service. If you have purchased a product through one of our official dealers, you must first contact them. 


Sustainability

Selling pre-owned Iris von Arnim garments
Customers who offer an Iris von Arnim garment for sale at our partner Rebelle will receive a 100€ voucher in addition to the proceeds of the sale. The voucher can be redeemed for the purchase of a new product in the Iris von Arnim stores as well as in the online shop. Click here to go to the Rebelle sale page.


Climate neutral
We are excited to be able to call ourselves a CO2 neutral company. The total amount of CO2 reported is offset through cooperation with special international climate protection projects. The projects have been certified and the issuance and retirement of the certificates is transparently registered.

Climate neutral shipping
All orders with standard shipping are shipped with the climate neutral shipping of DHL GoGreen.

Recycled paper
Wherever possible we use certified sustainable paper sources for invoices, invoice sleeves, hangtags and other paper products. For example, our Cashmere Care card is made from 100% grass paper. Compared to virgin pulp, grass fibre production saves around 95% CO2 and 99% water.

We guarantee that we act in accordance with recognised social and environmental responsibility standards and that all operating processes are in line with ethical and sustainable business management. This extends from the selection and traceability of raw materials and production processes to our customers. In addition, our own operations and the entire supply chain have been completely CO2-neutral since 2019.